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During a recent vacation, I was unexpectedly presented with a unique opportunity to observe first hand how a company benefits from a solid hiring/recruiting strategy that’s reinforced by a thorough training program and tied together with strong leadership. I have not been paid to write this article for or to endorse Viking River Cruises. This is the second river cruise my wife and I have taken with Viking and have enjoyed them immensely and wanted to give the fantastic crews of the Bragi and the Skadi a shout out! You are all amazing!

The chance came up quickly but not unexpected as we were warned well before the trip that due to the lack of rain during the summer the river water levels in a few spots were low and may not allow for safe passage so there existed a possibility of exchanging ships. Exchanging ships!? Really? Sure enough, halfway through we couldn’t continue but Viking had their plan in place and ready to go. The day we left Budapest up the Danube on Ship A, Ship B was leaving Amsterdam and traveling Southeast. The ships were exactly the same so at the designated point we packed and left Room 233 on Ship A, took a three an a half hour bus ride got on board Ship B to Room 233. Meanwhile like an alternate universe, the folks on Ship B were doing the exact same thing. It was seamless as we gained a new captain, new waiters, new bartenders, new housekeepers, and new crew with only one exception and the one constant in our experiment, we kept the same social director. All said and done I spent one week with Ship A’s team and one week with Ship B’s team and two weeks with Joey.

My first thought was this was going to be more difficult for the service crew on both ships to adjust and handle as they had already established relationships with the various passengers and cliques which had formed over the first 3 nights during a speed dating like process aboard ship, which is considered a sacred ritual on all cruise ships. It’s interesting to watch the groups slowly develop like cultures in a Petrie dish as the open auditions have now ended and the “who they want to spend the rest of the cruise hanging with” is decided and the crew now quickly re-learns all the new preferences and idiosyncrasies. The selection of folks to choose from on this cruise was tantalizing as just about every state was represented including California, Washington, Oregon, Michigan, Alaska, Virginia, Texas, Colorado, Massachusetts, New Mexico, Illinois, Connecticut, Tennessee, and Florida as well as a few Canadians and Australians tossed in for good measure.

Now, before we continue, let’s get this out of the way right now. The rooms were not “identical” as we were lead to believe. We noticed almost immediately one glaring difference between Ship A room #233 (on the right) and Ship B room #233 (on the left). The paintings were not the same! So now we know the truth, the rooms are just very similar.

When you look at the overall operation of both ships, which was equal, you see the benefits of the recruiting and screening process of applicants, (finding the talent) and a great training program (sharpening skills) to ensure consistent uniform perfection in service, actually, it’s more what you don’t see as they all work seamlessly. The level of thoughtfulness, professionalism, attention to detail and passenger safety provided by both ships crews was second to none as every wish one could have, was immediately handled with grace and flair, all accomplished by a diverse workforce of Hungarians, Slovakians, Bulgarians, Romanians, Filipinos, Serbs, Germans, Dutch, Italians, French all working together as one team. No issues of borders or politics, just one focus, one goal in mind, service extraordinaire.

As uniform, as the two ships were in performance, there were also lovely expressions of individuality by the staff in their flair and presentation. The way they greeted you, the way they poured, the way they took orders, the way they joked and the way they smiled and the longer you spend time with them they open up more as who they are. However, there were some glaring differences in individual performances. The breakfast omelet maker on one ship was the best of them all. His technique was absolutely entertaining and fun to watch. As he listened to your request he placed butter in the pan and as it melted he then placed the ingredients you ordered in as well. He knew exactly when to flip and fold it which he did with one quick jerk of the pan and it came out perfect every time. You can tell he really enjoyed what he was doing as he was always upbeat and had an infectious smile which was awesome to begin the day. On the other ship, the breakfast omelet maker was nowhere near as good. He always looked like he was having a bad day and unceremoniously tossed the ingredients into the pan, letting it get too hot and always over browning the bottom of the omelet and he had absolutely no zip in his flip. The experience was such a put off I had cereal.

While in the lounge/bar area on one ship, we never had anyone in our group or overheard anyone complain about their drinks but on the other ship, we not only heard someone at the bar complain about how their old fashion tasted but later one in our group was having the same issue with their old fashion. By all accounts, it seems someone was leaving out an ingredient. I’m sure in both instances through the feedback received from guests, steps were taken in the manner of a refresher training for those individuals. I did mention that the operation and service of both ships were equal but in my opinion, the food overall, especially the dinners were much better on one ship than the other. It was more flavorful, seasoned well and better prepared.

There was some outstanding service as well. A server on one of the ships was very bright and caught on right away that I always had coffee after dinner, every night without skipping a beat. As soon as the dessert orders began rolling out he was ready with coffee in hand and a smile on his face. Then there is the “my phone” story that is a great tale of Going That Extra Mile. I had left my phone on one of the tour buses. In my defense, I was dazed and confused having just woken up after nodding out during the bus ride from a tour of the town. When we arrived back at the ship I totally ditzed and forgot to check the seat pocket. As soon as I stepped back on to the ship I realized I didn’t have it! What must have looked like a crazy man on the lam I ran off the boat but the tour bus had just left. I went to the concierge desk and Joey was there so I explained what had happened. Joey told me he understood and would reach out to the bus company but the ship had to leave on schedule and couldn’t wait for the bus to return. I told him I understood and thanked him on whatever they could do and went back to my room. Having given up on ever seeing my phone again and enjoyed an extra drink to help ease the pain. After the evening presentation for the next day’s tours, we were walking from the bar area to the dining room when the concierge called to me. As I turned around he stopped, smiled and handed me my phone. I wanted to kiss the entire bus company and everybody on board.

But the glue that bound it all together, the training, screening, and service was Joey. He was our social director who had established a rapport with everyone even before we boarded the ship as he introduced himself as we checked in. He was the voice we would come to trust through his nightly presentations that were not to be missed as they were always delivered stand-up comedic style, upbeat and full of energy with a dry sense of humor. After we had a cocktail or two he’d make his entrance into the lounge and quickly review and critique that days highlights followed by the weather report for tomorrow and then the introduction of the chef who’d give us the menu rundown followed up with Joey covering the next day’s cities and tours and other planned activities. Joey became the voice of the ship, he was the voice of Viking as he was the one who had to deliver the bad news that we had to switch ships but did it so it sounded more positive than negative. He was always around making sure everything went like clockwork. He was there as the tour groups formed and boarded buses, boarded bicycles or walked to town. He checked in and up on the guides, always interested in feedback. In addition to our entertainment, he was just as responsible for the safety of all the guests on their land tours as the captain is aboard ship. What I admired most was no matter how many fires he was putting out, finding passengers lost in the local town, listening to unhappy guests, answering questions about local stores, reuniting lost belongings including phones to guests you never saw it in his face, you never heard it in his voice, there was always a smile and he always had time to listen. The last day aboard ship as we were waiting for our transportation, I got to watch Joey in action as he was in constant motion, saying goodbye to his leaving flock while simultaneously welcoming new busloads of guests to their journey. Still full of positive energy.

My high school football coach used to tell us to give 110 percent or you weren’t committed. I used to think that was a ridiculous statement since you can’t really give more than 100% but if anyone could give 110% that would be Viking river cruises. What I have learned from this experience is more a confirmation of what I have always believed that when talent gets the proper consistent training and nurturing leadership you can accomplish any goal.

We all talk about how important life is. Our religious leaders teach us how precious life is, we have 24/7 suicide hotlines to help prevent the premature ending of life, we have doctors who are sworn to do everything they can to keep life going and we respect and honor those first responders who put their lives on the line to keep our lives from expiring. However in reality, we don’t act like we really care about life at all.

Instead we behave like Lilliputians and the Blefuscu, so desperate to be right, so desperate to win, there is no open honest discussion, there can be no consensus just hatred because you don’t like the way the other one breaks open their eggs and if they can’t crack them open like you do, they’re not worthy of life. That would be like shooting your husband just because he hung the toilet paper in the opposite direction. (Yes, I know you’ve thought it, but didn’t carry it out.) We cut off other vehicles, cause we’re special and important without a thought what the end result could be, death. We have fistfights in a metal tube cruising at 35,000 feet without thought of what the result could be, death. We bash in someone’s brains just for cheering on the visiting team without a thought of the end result, death and prison. We shoot at strangers on the freeway, cause, hey why the hell not and no thought what the result could be.

So with all that going on and all the training sessions, certifications, re-certifications, safety meetings, safety tailgates/toolboxes, drills, tests and news stories, we, in the name of expediency and under the guise of “just this time”, continue to find new ways to severely injure or kill ourselves because for that fleeting moment, we believe we’re ingenuous and immortal but for too many this reality fades too fast and in the blink of an eye, they’re dead. No body cares that you saved 10 minutes by stacking paint containers instead of getting a ladder, you’re dead. No one cares that you were mocking the boss right before you slipped and fell off the roof, you’re dead. No one cares how may times you could spin the forklift, you’re dead. They’re all in shock, stare at your dead corpse. You no longer exist, in fact you’re now a burden. The OSHA inspection, the internal inspection, the workers comp insurance company inspection, lawyers, courts, fines and settlements. Meanwhile your body has be moved, cold stored, autopsied, prepped and buried/cremated.

You’ll be remembered when the old timers are sitting around with the rookies at break and share their stories of the day you died, where they were, what they saw and over the years the story will expand and change to one of epic proportions and no where near the true story, but then, it won’t matter to you, you’re dead.

This is a company that only cares about money and how much the owner can line his pockets with as he had the nerve to blame the large OSHA fine for Layoffs Triggered by Large OSHA Fine. Aluminum Shapes was hit with a $1,922,895 fine for all the safety violations in the plant and this includes several workers receiving chemical burns while working in a tank that still contained corrosive material. To add insult to injury they told them to return to work after their hospital visit. Another worker got a broken pelvis and also was told to get back work. Rather then offering leadership and taking responsibility for his actions, he turned and laid off workers using the large fine as to why. He created the problem but blames OSHA for the layoffs but he may have done those workers a favor, since now they can’t get injured or killed. What a man. There seems to be quite a few immature, unprepared leaders around. You do not have to put up with this kind of treatment and why would you want to die here?

Another company that believes safety is fake news, Fall hazards net roofing contractor over $1.5 million in OSHA fines. Great White Construction Inc. was cited for 14 workplace violations, 11 of them Willful. As I’ve told you before, a willful violation means the company knew the hazard was there and that someone could die from it but did NOTHING about it. This also earned them a spot in the Severe Violator Enforcement Program since their concern for employee safety is nonexistent. They gave them harnesses to wear, so I guess it would look good, but didn’t tie them off to rope grabs and roof anchors. In other words, if you fall you will probably die. Learn what is proper fall protection suppose to look like and be. Don’t put yourself in harms way for someone who doesn’t care. Say no.

News flash, when people have to work more OT and longer hours, accidents increase. Research: Workplace Injuries Are More Common When Companies Face Earnings Pressure. I’m guessing you already knew this. We’ve all seen it at the factory, sales over sells and with short time lines to make it interesting, Raw goods, packaging, parts, materials all need to be ordered, production goes into full gear. With the Over time and extra work days, plus what’s going on at home and your world it begins to take it’s toll with fatigue, weary muscles and sore parts. Judgement becomes impaired, something gets missed and a mistake happens and you’re hurt. It’s tough, I’ve been there. When one of our plants went offline due to Katrina we had to help make up the difference in lost production and worked 27 straight days. People were exhausted, we found one guy who fell asleep in his car in the parking lot after his wife called looking for him. When we woke him he wasn’t sure if he was going home or coming to work. One employee had a serious car crash when she fell asleep at the wheel. We also had a sharp increase in cuts and abrasions. The schedules could have been made more employee friendly with a few more breaks thrown in, but then management’s attitude was push them until they break. The end result was we lost a few good employees who quit or retired after that streak. Was it worth it, I guess it depends on who you ask.

And then BART was at it again showing just how incompetent their leadership really is.Anyone need a Clipper card? BART has thousands after Warriors parade blunder. BART’s geniuses have a half million dollars tied up in Clipper cards, just sitting in boxes doing nothing but collecting dust and not interest. They’ve demonstrated their incompetence several times and we agree, they are incompetent so let’s move on and get some new brains in there. Maybe folks who have mass transit experience. In fact we need to look at how the whole operation is run and eliminate the current board and bring in people who know what they’re doing, not politicians.

Well that’s it for this month. Enjoy the last of your summer and now more then ever, treat everyone the same way, with respect. Just because they come in different packaging doesn’t mean they are better then you, worse then you, they’re just different then you. Vive la dif·fé·rence!! Diversity works on so many levels by getting a different POV, different ways to solutions. However, some people are just assholes. They will always be that way and they will always be around with their negative energy and view points. Don’t let assholes sour you on other people, just ignore them. Never keep quiet about safety for the live you save may be your own.

When I attended kindergarten, many many years ago, we were taught the golden rule and to respect others and if you disagreed with an editorial or had an issue with customer service you had to sit down, write or type a letter that usually contained way more than 140 characters, stuff it in and address an envelope, place a stamp on it and then drop it off in a mail box or at the Post office. Reactions to issues or comments were not instantaneous. However, long before you’d get to the letter writing stage we used to do another thing that has been long lost and forgotten, we had a discussion. Yep, good old fashion face to face, sit down or stand up conversation as we would confront the issue by discussing it with real facts to make our point. The win wasn’t as important as was making your point with truthful and reliable information. Since we respected each other whether we agreed or not we could always come to some type of conclusion, either forming a consensus by taking the good points from both sides to solve the issue or we’ll discuss this again later but for now we agree to disagree and yet still be friends. No yelling, no screaming, no hatred. Back then, even two old men sitting on a park bench, with one a Bronx Yankee fan discussing with the other, a Brooklyn Dodger fan who had the better players without fists being thrown.

Somewhere along the line, as we embraced new technologies into our daily lives to help us work easier, get entertainment faster and communicate better, the art of discussion along with respect for others opinions and integrity in general, got lost. We’re even going full circle on how we communicate. Over 2000 years ago Egyptian hieroglyphics was the rage but we moved to the spoken and written word and now emojis speak to our thoughts and emotions. I’ve read all kinds of articles and theories on why this has changed and some make more sense then others but as I see it, there are many reasons. However the one I believe has the biggest impact is the loss of the golden rule. Do unto others as you would have them do unto you somehow became Do unto others before they do it to you. Companies that once took pride in their workforce were now more concerned more with profit then the human condition. If someone lost a limb or their life getting that one extra widget made, well that’s just the cost of doing business. A driver has a terrible wreck on the freeway because of all the hours he had to put in to get a load delivered, oh well, the cost of doing business. With the push for profits, the focus for profits and living for profits shut down communication from the shop floor to Corporate headquarters, because corporate didn’t want to hear any excuses as to why quotas weren’t being made and profits were down. Like a old Chicago gangland boss asking why this weeks take is so light. We’re not skimming of the top boss, honest, it was all the bribes, protection and transportation costs that cut into the profits. Down time, injuries, training, maintenance, all just excuses as to why we didn’t make enough profit. There was no respect for the workers or their input and that created workers not respecting management.

So what happens as no one respects your thoughts, listens or allows you to discuss safety conditions or better procedures to improve production. Some just tune out and become work zombies. They go through the motions each day with the same couldn’t care less attitude, just putting in my time to get a check. Problem is zombies are still humans and when you check out the chances are greater you’ll get injured on the job. Not good. Some speak up and continue to try and engage management in conversation but those folks become branded as trouble makers, rebels and renegades. They don’t appreciate that they have a job as we let them work here out of the goodness of our hearts. The third group is the scariest. They are the ones who become suddenly become quiet, making mental notes over time as they work of who’s against them like Madam Defarge knitting a list for the guillotine.As the anger of not being listened too or taken seriously slowly builds, (no one gets back to you on the obvious safety issue), the pressure mounts over days, (that’s a really stupid idea), weeks, months, (I told you before, when I hear something about safety I’ll tell you. Now enough already) it builds until one day, a little innocent event (why is my paycheck wrong?) triggers the eruption of emotion and the outcome is almost always not good for anyone.

The kind of person, supervisor, parent you become is up to you. You can only concentrate on profits and meeting your goals for that fat bonus and not care about the employees working conditions or make their goals. You can have workers make up accounts, make up business, make up anything to justify the means to the end. At one company we had a salesperson who always placed a large order for a customer the last day of the month. Each time the order came back, refused by the customer saying they didn’t order it. The salesperson got his commission, as it was never taken away and the warehouse paid workers for the time it took to break it down and put it all back into inventory. The fact the company let this go on told me a lot about the integrity of the company, there wasn’t any when it came to getting market share. Like the boss had told us all before, he wanted to be the biggest pig at the trough and not share the market with anyone and I guess if that meant lying about orders, then heck yea! They didn’t listen to me or care about what it cost the warehouse. They didn’t listen to or care customer service who complained to the sales manager for the wasted time and angry customer. No one cared about the little game until a new GM came to town. Once the commission wasn’t paid any longer for this, the practice by this salesperson stopped and the sales manager was told, there’s the door if you don’t like it. Honor and integrity restored and showed me how easy change can be, when the right people make honorable decisions.

You can be the kind of person, supervisor, parent who concentrates on the whole big picture! Listening to workers, getting back to them when you say you will and using their ideas to improve safety, productivity and equipment maintenance while treating everyone with respect. By doing this you have planted a seed of communication that will bloom into open and honest conversation and you can even use an emoji or two to help get the point across.

Hiring seasonal workers? Here’s what you need to knowYou probably are all ready in the middle of getting your seasonal workers on line. Just remember since they are temporary workers don’t treat them as disposable items. Make sure they get the training they need and most of all, this could be someone your company may want as a regular worker down the road. Don’t scare them off or kill them off.

Dust can explode. Yes, dust from any commercial business when produced in enough volume and the right spark can blow up a building.OSHA: Cambria corn mill cited in 2011 for explosion hazardsMake sure you have the proper ventilation and dust collection system to avoid these problems. Anything that produces dust as a by product is a potential hazard even grains and sugar dust can be explosive.

Falls continues to be the number 1 violation and killer of people. If falls were a disease, alien predator or serial killer we all would probably be more concerned. So help us all and look at it as a disease, alien predator and serial killer since it is all of the above. YOU can help stop the falls and you can do it with one simple word. NO. If you’re working over 6 feet from the ground and no fall protection is available so you can safely do the job, just say NO.

Until next month, never keep quiet about safety for the life you save may be your own.

It was finally shut down day. After 10 days straight of production on graveyard, it was over and the only thing standing between me and some much needed sleep and family time was the morning production meeting. This rotation, I would be in the first group out the door, smiling and waving on my way out the door to those who still had to deal with finishing the plant shut down. As the meeting ended and handed the operation off to day shift it was full speed out the door when my boss uttered those words you don’t want to hear, stay back a minute. Ugh! I was so close. The lead superintendent, myself and our boss were the only ones left when he said. “Your crew produced some exceptional numbers this rotation and after last night, really put us in excellent position for a smooth shutdown. You did a great job this shift.” I smiled, thanked him for the complement, and then added, and they had fun doing it! As soon as the word fun left my mouth the lead superintendent exploded with, “There it goes again! What is all this fun nonsense? They’re not paid to have fun, they’re paid to do a job!”

For the record, I never did like this man at all, ever. He was old school, he told off color jokes, he bullied workers, he was mean just for the sake of being mean. He was very disruptive to the whole operation at times but had been with the company for a long time and knew where all the skeletons were buried which worked to his benefit, that is until we were bought out by another company. He didn’t last long, but I digress. The lead continued, “I heard you also bought them pizza last night?” Yes, I did, they earned it and turned to our boss and said, do you have a problem with our production numbers and pizza? He smiled back, put his feet up on his desk and answered, “Have a great shutdown and have some fun, you earned it.”

There is nothing wrong with having fun at work. The manufacturing and food processing industries don’t have to be depressing and stifling. If your employees really enjoy not only what they are doing, but are also appreciated for what they contribute within a positive environment, confidence in themselves grows and safety and productivity soars. You should know that fun doesn’t mean having forklift races or burning rubber in the warehouse but it does mean you can have a yearly forklift rodeo to recognize and reward the safest operators in your facility. Fun can take the form of handing employees a token each time they’re observed doing a safe act or wearing all their proper PPE. Workers can later redeem the tokens collected for snacks, lunch or favorite team’s hat or shirts. Fun doesn’t involve micromanaging staff to the point where no one cares anymore about what’s going on but you can have fun listening to employee ideas, improved productivity suggestions and safety improvement recommendations. Fun can also include a monthly potluck meal and recognition of workers for their contributions on all shifts. These are just a few simple ideas to keep fun in your workplace. What are some things you do?

This was originally published on August 9th.2013 as A Complete Guide To Warehouse Safety-Volume VI-Coaching, the glue that binds it all. In light of the Golden State Warriors winning the NBA Championship with basically the same personnel on the floor they had when they were eliminated in the first round last year with the only significant change in the coach and his staff. You know the results and I can’t say it enough, you can have the greatest player in the world on your team, but without coaching and leadership you won’t achieve the goal.

I hope this journey down the Green Brick Road of Safety has been as educational for you as it’s been a pleasant surprise for me by the great responses from you, the readers to this series. Thank you all. Along this odyssey we have been introduced to many different ways of protecting employees at the workplace, beginning with the initial step,Hazard Analysis which demonstrated how to identify potential dangers to employees. Soon after that we had PPEexhibiting the latest styles in protective wear and then Housekeepingshowed the positive results of keeping a neat and organized facility. Soon after we ran into Emergency Ready which keeps one prepared for the worstand had Good Tailgates show how to teach and inform. So as you can see they are all equally important for a safe working warehouse, and then you wonder, with all these components in place is there still any more that can be done to keep all employees safe? YES. It’s called Coaching (I use the word coaching but you can use leadership as well) and it is the glue that binds all of these things together.

Bruce Bochy – S.F. Giants

Coaching goes well beyond training. When training you are teaching the employee a specific skill set, or a routine or procedure like how to drive a forklift, how to properly lift a box, or how to handle a liquid spill. However with coaching you’re building people into great employees by improving their self esteem, confidence and knowledge. Coaching corrects behavior or performance issues without threat of punishment which should only be used as a last resort. A coach sets the standard that everyone in the warehouse/facility will be following for safety, performance, and professionalismalong with the level of tolerance for infractions. A coach does not allow employees to engage in horseplay of any kind while working but gives time to talk and blow off steam and reward their efforts. A coach is an advocate for their employees and shows them, “Yes, they can do it” when helping them learn a new skill and improving their ability to earn more income and a coach makes sure they themselves always set an example for all.

As in any sport and at work a coach makes sure you’re prepared for the upcoming match and ready to execute the game plan. A coach begins each work day with a morning huddle to keep you informed, focused and motivated to elevate your level of performance. A good coach knows that they need to counsel employees in private, praise them in public, brag about them to the upper brass and to engage staff and listen to their feedback for growth and continuous improvement. Above all a great coach knows to always says thank you for a job well done.

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A coach creates an atmosphere conducive for learning and where employees can feel free to ask questions and freely engage in the exchange of ideas without fear of ridicule. A coach delivers timely tailgate/toolbox meetings, interesting monthly safety meetings that involves the staff in presentations. The coach should almost always direct on the playing field itself and not issue commands entrenched from behind their desk. A coach knows they need to be on the floor so they can encourage, critique, answer questions as well as observe and document the good along with the bad and offer obtainable goals and objectives to grow and retain employees. So when the Scarecrow doesn’t feel it necessary to LOTO, or the Tin Man forgets to wear his PPE or the Lion frets about training on a new piece of equipment and the accident prone Wicked Witch creates havoc on the shop floor, you can always spot the coach, they’re the one keeping cool, assessing the situation, reassuring everyone and keeps things going without so much as skipping a beat. So you see the COACH is really the glue.

Folks, we’ve finally come to the end of the GREEN BRICK ROAD OF SAFETY and arrived at our destination, the safe warehouse. It’s not hard to do if you follow all the segments shown through out the series and you make the necessary time available to do it properly. I promise you, it will be time well spent and worth every penny. You are not alone in making warehouse safety a priority. They are many advocates out there and the information is free on the internet. Become a safety advocate yourself, get involved on your company safety committee and if there isn’t one, start it! Keep your fellow employees safe. If you do need any help or have questions on safety, need a review or hazard analysis WarehouseFlow Consulting is there for you. Until we meet again on our next journey.